DEER LAKE In the 1992 film version of Glengarry Glenross, Alec Baldwin‚Äôs character stressed the importance of the sale. ‚ÄúOnly one thing counts in this life, and that‚Äôs get them to sign on the line which is dotted,‚ÄĚ‚Äąhe said.
Some of the group of about 30 business people in Deer Lake heard an in-depth talk on sales Tuesday during a talk from Robert Marche of Sandler Training, who tackles sales techniques, attitudes and reinforcement.
The event was organized as part of the Deer Lake Chamber of Commerce‚Äôs Small Business Week, a weeklong event offering a variety of seminars daily for local businesses.
Marche‚Äôs company offers coaching, assessment and customer service training, as well as goal setting and lead acquisition. He talked about not letting personal roles get in the way of identity and about how high pressure sales tactics rarely work for anyone. He talked about sales challenges and performed an exercise with the those in attendance to help them see the possibilities of seeing things a different way.
Also, he said, keep trying no matter what the response from a perspective customer.
‚ÄúDon‚Äôt be afraid to fail,‚ÄĚ‚Äąsaid Marche. ‚ÄúWhen you do, take note, learn from it and move on. Failure is inevitable sometimes. It‚Äôs what you do with it, how you learn from it that counts.‚ÄĚ
Marche makes a living delivering these types of speeches to similar groups. He said often times it‚Äôs how you ask a question, rather than the question itself. Pointing to a local retailer, he said to imagine how a customer experience could be different if the clich√©d question of ‚ÄúMay I help you?‚ÄĚ were phrased differently.
‚ÄúImagine instead of hearing, ‚ÄėMay I help you?‚Äô a store customer hears, ‚ÄėWhen was the last time you were here?‚Äô ‚ÄĚ he said. ‚ÄúThat furthers the conversation and leads to more sales opportunities rather than the customer trying to avoid a salesperson.‚ÄĚ
Local sales people seemed to get a lot out of Marche‚Äôs presentation. Dwayne Anstey, who sells real estate for Remax in Deer Lake, said it‚Äôs difficult to take things personally in his line of work.
‚ÄúI got a lot out of the section on not letting your personal role get in the way of identity,‚ÄĚ‚Äąhe said.‚Äą‚ÄúWe do sometimes take things personally. We have to be honest with what we‚Äôre doing and customers need to see a level of experience.‚ÄĚ
Tina Barry-Keith of the Deer Lake Scotiabank said she also got a lot out of it. She recognized that the banking industry faces somewhat of an image problem and that this training could help bankers with that.
‚ÄúIt‚Äôs about customer interaction,‚ÄĚ she said. ‚ÄúWe have to find a line between sales and customer service. Communication is important.‚ÄĚ